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- Tasks: Lead a dynamic team to deliver exceptional IT support and drive operational excellence.
- Company: Join a trusted UK-based provider of innovative IT and Cloud services with a global impact.
- Benefits: Enjoy a relaxed dress code, private medical insurance, and a company car scheme.
- Why this job: Be part of a forward-thinking culture that values continuous improvement and customer satisfaction.
- Qualifications: Proven experience in managing multi-tiered IT support teams and strong leadership skills required.
- Other info: Opportunity to work with cutting-edge technology and contribute to impactful service delivery.
The predicted salary is between 36000 - 60000 £ per year.
My client is a privately owned, ethical provider of IT and Cloud services, headquartered in the UK with a global reach. For over 16 years, they have been delivering innovative, secure, and cost-effective technology solutions and services to a diverse range of industries. Their forward-thinking approach, combined with a strong commitment to customer service and long-term partnerships, has positioned them as a trusted advisor in the IT services space.
As the Service Desk Manager, you will provide strategic leadership to a dynamic team of 1st, 2nd, and 3rd line support engineers (team of 5). Your role will be pivotal in driving operational excellence, cultivating a culture of continuous improvement, and ensuring the consistent delivery of exceptional customer service. You will align service delivery with organizational goals, effectively manage stakeholder expectations, and contribute to the ongoing enhancement of their IT service management practices.
Essential Requirements:
- Proven experience managing a multi-tiered IT support team (1st to 3rd line)
- Strong leadership and team management skills
- Demonstrated hands-on technical expertise across a broad range of IT systems and infrastructure, including end-user support, networking, cloud platforms (e.g., Microsoft 365, Azure), and enterprise tools
- Ability to understand and escalate complex technical issues
- Excellent interpersonal and communication skills with the ability to provide a narrative on the operation to board level
- Ability to drive process improvements and automation initiatives
- Prior experience in customer-facing or MSP (Managed Service Provider) environments
- Demonstrated ability to lead, mentor, and develop technical staff across various skill levels
- Experience managing SLAs, KPIs, and producing regular service performance reports
- Extensive experience in delivering exceptional customer service within an IT support environment, with a strong focus on user satisfaction, empathy, and clear communication
- Self-audit all work and ensure it meets all applicable technical and operational quality standards
- Can work to agreed time scales and understands the need for escalation
- Strong problem determination skills, ensuring issues, problems, and tasks are accurately assessed and assigned to the appropriate skill set, facilitating quicker and more effective resolution
- Demonstrated proficiency in using Service Desk management tools, such as FreshService, to streamline IT service operations and enhance support efficiency
Desirable Requirements:
- Self-confident with the ability to transmit appropriate messages to appropriate audiences
- Any Microsoft/AWS Certifications
- Experience with remote monitoring and management (RMM) tools
- ITIL Intermediate or Expert Level certification
- Worked with ISO Regulations 27001/9001
Benefits:
- Relaxed dress code
- Company pension
- Private medical Insurance (after qualifying period)
- Salary sacrifice Employee discount scheme
- Company events
- Free parking
- Qualifying share options scheme
- Company car scheme
Service Desk Manager employer: iRecruit Partners Ltd
Contact Detail:
iRecruit Partners Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with the specific IT service management tools mentioned in the job description, like FreshService. Being able to discuss your experience with these tools during an interview will show that you're ready to hit the ground running.
✨Tip Number 2
Highlight your leadership skills by preparing examples of how you've successfully managed and developed a multi-tiered support team in the past. This will demonstrate your capability to lead the dynamic team at StudySmarter effectively.
✨Tip Number 3
Research the company’s approach to customer service and operational excellence. Be ready to share your thoughts on how you can contribute to their culture of continuous improvement and align service delivery with their organisational goals.
✨Tip Number 4
Prepare to discuss your experience with SLAs and KPIs, as well as how you've used data to drive process improvements. This will help you illustrate your analytical skills and your ability to enhance service performance.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience managing multi-tiered IT support teams and showcases your leadership skills. Include specific examples of how you've driven operational excellence and improved customer service.
Craft a Compelling Cover Letter: In your cover letter, emphasise your hands-on technical expertise and your ability to manage complex technical issues. Mention your experience with IT service management practices and how you align service delivery with organisational goals.
Highlight Relevant Certifications: If you have any relevant certifications, such as Microsoft or AWS certifications, or ITIL qualifications, make sure to include these in your application. They can set you apart from other candidates.
Showcase Communication Skills: Demonstrate your excellent interpersonal and communication skills in your application. Provide examples of how you've effectively communicated with stakeholders at various levels, including board-level narratives.
How to prepare for a job interview at iRecruit Partners Ltd
✨Showcase Your Leadership Skills
As a Service Desk Manager, your leadership abilities are crucial. Be prepared to discuss your experience in managing multi-tiered support teams and how you've successfully led them to achieve operational excellence.
✨Demonstrate Technical Expertise
Make sure to highlight your hands-on technical skills across various IT systems and infrastructure. Be ready to provide examples of how you've resolved complex technical issues and improved service delivery.
✨Communicate Effectively
Strong communication skills are essential for this role. Practice articulating your thoughts clearly, especially when discussing technical concepts with non-technical stakeholders or at board level.
✨Prepare for Process Improvement Discussions
Be ready to talk about your experience with driving process improvements and automation initiatives. Think of specific examples where you've implemented changes that enhanced service efficiency and user satisfaction.
